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Factors influencing employee attrition in Indian ITeS call centres

Author

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  • Neeraj Pandey
  • Gagandeep Kaur

Abstract

The employee attrition is a painful area for the management of information technology enabled services (ITeS) call centres. In spite of providing attractive salaries, social security benefits, pick-up and drop facilities and swanky office spaces, the ITeS call centre employees are leaving the organisation. The management is bemused that why do employees actually leave? The current research explores the factors behind the high attrition in Indian ITeS call centres. Apart from extensive literature review, available till date, techniques like focus group discussion and semi-structured interviews with employees of Indian ITeS call centres, who have shifted their ITeS call centre job at least once in their career, have been conducted. It calls for reviewing the human resource policies of the call centre employees in light of employee policies implemented in other industries apart from providing better facilitation on pertinent issues like career planning, appraisal system, salary and timings to the ITeS call centre employees.

Suggested Citation

  • Neeraj Pandey & Gagandeep Kaur, 2011. "Factors influencing employee attrition in Indian ITeS call centres," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 4(4), pages 419-435.
    • Handle: RePEc:ids:ijicbm:v:4:y:2011:i:4:p:419-435
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    Cited by:

    1. Kuldeep Singh & Madhvendra Misra, 2021. "Developing an agricultural entrepreneur inclination model for sustainable agriculture by integrating expert mining and ISM–MICMAC," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 23(4), pages 5122-5150, April.

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